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Visit Harrogate Quality Charter

The Visit Harrogate Quality Charter allows us to replicate the revised standards of our regional strategic partner, Welcome to Yorkshire, offering promotion to those businesses (Accommodation, attraction and other) that have been quality assessed to national standards and also to those that have not.

We expect all Visit Harrogate Partners to ensure the quality of the visitor experience meets expectations, and as such, Visit Harrogate enforce this 10 point Quality Charter.

By taking a listing or advert with Visit Harrogate either online or in print, and promotion via Boroughbridge, Harrogate, Knaresborough, Masham, Pateley Bridge, and Ripon Visitor Information Centres you are agreeing to abide by this charter and ensure the visitor experience of your customers is a positive and enjoyable. The Quality Charter does not involve a quality assessment and does not result in a star rating or similar scoring.

As a partner of Visit Harrogate YOU agree to the 10 point charter below:

1 - Working with Visit Harrogate To work positively and proactively with Visit Harrogate and Harrogate Council’s tourism team and their representatives at all times; to provide access to your premises upon request to ensure that this Charter is being followed.

2 - Welcome To provide a ‘warm Yorkshire’ welcome to all visitors.

3 - Customer Satisfaction To have a complaints policy that can be implemented speedily and effectively; to ensure that any issues that may arise are resolved by prompt, professional and polite action.

4 - Quality and Standards To maintain good standards of service and cleanliness.

5 - Accuracy To ensure all information provided for visitors is up to date, accurate, provided at the right time and by appropriate methods.

6 - Information To ensure all information is readily available to visitors, especially with regard to pricing (including extras), taxes and payment, and packaged items.

7 - Accessibility To maintain an Accessibility Statement that is regularly reviewed and amended to take account of the needs of visitors with disabilities; to fully assist visitors with specific needs, in order to maximize enjoyment of their visit; to ensure facilities and services are reasonably accessible to visitors with disabilities.

8 - Legal Requirements To fulfil all legal obligations and responsibilities (fire precautions, display orders, food safety/hygiene, licensing, health and safety, discrimination, trade descriptions, data protection, Hotel Proprietors Act, Public Liability Cover etc.).

9 - Discrimination To provide a welcoming and caring service to visitors that does not discriminate e.g. by gender, race, religion.

10 - Cancellations To maintain a Cancellations Policy for bookable products that is readily available for visitors at each stage of their visit - from pre booking through to after departure.